Return Policy

Our Return Promise

At Herbouglow, we stand behind the quality of our gift wrapping supplies. If you're not completely satisfied with your purchase, we're here to help. Please review our return policy below to understand how we handle returns, refunds, and exchanges.

Australian Consumer Law - Your Rights

Under the Australian Consumer Law (ACL), you are entitled to consumer guarantees that cannot be excluded. Our products come with guarantees that they:

• Are of acceptable quality
• Match their description
• Are fit for their intended purpose
• Match any sample or demonstration model

If a product has a major fault (unsafe, significantly different from description, or cannot be used for its intended purpose), you are entitled to choose a replacement, repair, or refund. For minor faults, we may offer to repair the product instead of a refund.

These consumer guarantee rights apply in addition to any voluntary return policy we offer and cannot be overridden by our terms and conditions.

Return Eligibility - Change of Mind

For change-of-mind returns (where the product is not faulty), your items must meet the following criteria:

• Items must be returned within 30 days of the delivery date
• Products must be unopened and in original packaging
• Items must be unused and in resalable condition
• Original receipt or proof of purchase is required

Note: Change-of-mind returns are offered as a goodwill gesture. For products with faults covered by consumer guarantees, different conditions apply (see above).

Non-Returnable Items

The following items cannot be returned:

• Custom or personalized orders
• Opened or used wrapping paper rolls
• Sale or clearance items marked as final sale
• Items damaged through misuse or improper storage

How to Initiate a Return

To start a return, please follow these steps:

• Contact us at office@herbouglow.world or call +61 3 9706 8986
• Provide your order number and reason for return
• Wait for return authorization and shipping instructions
• Pack items securely in original packaging if possible
• Ship to the address provided in your return authorization

Return Shipping

For change-of-mind returns, return shipping costs are the responsibility of the customer. We recommend using a trackable shipping method and retaining your receipt until the return is processed.

For returns due to our error (wrong item shipped, defective product, or damaged during transit), or for products covered by consumer guarantees, we will cover all return shipping costs. We will arrange return shipping or reimburse reasonable return costs.

Refund Process

Once we receive and inspect your return, we will process your refund:

• Inspection typically takes 2-3 business days after receipt
• Approved refunds are processed to the original payment method
• Bank processing may take an additional 5-10 business days
• You will receive email confirmation when the refund is issued

Exchanges

If you'd like to exchange an item for a different colour, size, or product, please contact us. Exchanges are subject to product availability. If the exchange item has a different price, we will process the appropriate charge or refund.

Damaged or Defective Products

If you receive a damaged or defective product, please contact us as soon as possible. Under Australian Consumer Law, there is no time limit for returning faulty products - you have a reasonable time to discover and report the fault.

For damaged or defective products:

• Provide photos of the damage or defect
• Include your order number and description of the issue
• We will arrange a replacement, repair, or full refund at no additional cost, including return shipping
• For major faults, you choose the remedy (replacement, repair, or refund)
• For minor faults, we may offer repair as the primary remedy

We will not charge restocking fees or refuse refunds for faulty products. Return shipping costs for faulty items are our responsibility.

Disputes and Complaints

If you have a complaint about our products or services, please contact us first so we can resolve the issue. If you are not satisfied with our response, you may contact:

• Australian Competition and Consumer Commission (ACCC): www.accc.gov.au or 1300 302 502
• Consumer Affairs Victoria: www.consumer.vic.gov.au or 1300 558 181

Questions

For any questions about returns, please contact our customer service team:

• Email: office@herbouglow.world
• Phone: +61 3 9706 8986
• Address: 1/2 Dunn Cres, Dandenong VIC 3175, Australia

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